Report Performance Issues

If encountering performance issues while navigating scans using Cintoo, it's possible to report the issue to Cintoo Support. We recommend to capture some information to help us better understand the local conditions/configurations.


Internet connection parameters and PC configuration may be a source of performance issues. Please carefully read the Cintoo Solution Specifications and compare them to the local setup.


To report performance issues, email the following details to support@cintoo.com:


1) Bandwidth testing: 

Network

  • Recommended Internet connection bandwidth:
    • Download: 10 Mbps (Megabits per second) or higher 
    • Upload: 1 Mbps or higher 


1a) Bandwidth 

Run a speed test connection using your usual testing website (e.g. https://www.speedtest.net/) (necessary values are speed for Download / Upload and also Ping) Capture the results in a screenshot:


1b) Browser

Indicate the browser name and version used to run Cintoo. For example, see below: Google Chrome, version 119.0.6045.125.



1c) Browsing Conditions


In the same conditions when performance issues occurred (i.e. with the same programs opened on the computer such as Outlook, Word, other software, etc.):


1. Connect to a Cintoo Project using web browser 

2. Open Task Manager (CTRL+ALT+ DEL and select Task manager) 

3. Go to the top menu, and select Options, click Always visible/Always on top 

4. Select Performance Tab 

5. Double-click in the white area below the list to hide graphics 


6. Move and resize Task Manager window, but keep it visible and big enough to be readable in the screen capture.


7. Enter Cintoo project, and navigate around 3D View. Once encountering performance issues, then capture the full screen.


8. Send us the captured data as a screenshot image.


1d) Web Browser


Try to repeat the operations with at least one other supported web browser to confirm a performance issue is not due to the browser. 

    ▪ Google Chrome 

    ▪ Mozilla Firefox 

    ▪ Microsoft Edge V79 or higher 

No need to capture and send us the data for the other browser, unless a completely different behavior occurs.


1e) GPU Configuration:


1. Confirm if web browser is set to utilize GPU. To do so, search GPU in Windows search bar. Click on Browse.



3. Search for the executable of the web browser, usually in C:\Program Files. For example, the default file directory for Google Chrome is C:\Program Files\Google\Chrome\Application.


4. Once executable has been selected, click Options.


5. Select High performance.

 

6. Save the change and restart web browser.